Exponent Telegram: Service Pump uses technology to transform its business

HUNTINGTON — When you go online and order from Amazon, you get quick delivery of the product you want.

But Amazon does more than that. It uses your order history to offer other items you might like or need. Sometimes it even suggests products that might work better than the one you bought last time. You can even set up auto delivery of consumable items to be shipped to you just as you need them — before you run out.

Now, Service Pump & Supply is using the same technology to offer better, faster and lower-cost service to its customers.


“I don’t feel like we’re doing anything that’s exotic,” said Patrick Farrell, the company’s president. “We’re just doing things that are now commonplace in e-commerce, but haven’t been done before in the industries where we operate.”

Founded in 1980, Service Pump is a Huntington-based industrial products company that works in the world of oil and gas, mining, industrial and municipal water management. It operates five branches in four states, selling pumps, motors and other supplies.

If there’s a water project going on somewhere in the region, there’s a good chance Service Pump has a piece of it, said Farrell.

Today, Service Pump’s computerized system tracks customers’ orders and stores away information collected when it services or fixes that equipment. Then the company uses that data to offer customers insight into how to streamline their supply chain — and save money. Read the full story »

InformationWeek: Pumping up the SPS Customer Experience with Kenandy

SPS customer experiences have radically changed. SPS was serving one customer in particular recently that had hired SPS to conduct 100 pump repair calls to a variety of production sites. Because SPS now has all of the customer data in one accessible place (which can be viewed via a mobile device), SPS employees were able to provide the customer with details about why the repairs kept happening, which crews (of the customer) were on site when equipment kept breaking, the type of equipment that was causing the problem, etc. This level of insight and detail had not been experienced before by their customer and the customer was able to make changes to their business based on the data.

Published in InformationWeek

by Ben Kepes

The Amazon experience isn’t just for consumer-facing applications. Imagine what it can do for a traditional company.

It’s always nice to hear from an end-user of technology products that I’ve been writing about for years. While it is squarely in the job description of a vendor’s marketing executive to articulate just how perfect their solution is pumping up the customer experience with SPS and Kenandy every possible use case, actual customers tend to be more circumspect and to only wax poetic about the solutions that actually deliver benefits to them. And so, I’m always interested in hearing from these end users and exploring how their particular solution-set meets there needs.

And so it is with Service Pump & Supply, a West Virginia-based company that sells motors, pumps, and accessories to a sector that, let’s face it, is often viewed as an old-school industry — oil and gas, coal and mining companies. While this is one business that many would categorize as “boring,” that doesn’t mean in any way that it’s an unimportant one. Indeed, SPS got a call a few days after Hurricane Irma to ship a bunch of pumps down to Florida to help with cleanup, a critical part of the chain of relief.

Anyway, despite being a traditional business, SPS is well aware that the times are changing and had a desire to offer its customers a new type of experience, one which they might be used to with their consumer experiences, but not one they traditionally think of coming from their more conventional suppliers.

The CEO of SPS, Patrick Farrell, recognized this subtle demand for “Amazon-like” experiences and decided to jump on that demand to gain a competitive advantage. He could see the writing on the wall — his customers wanted simple processes, instant help, user-friendly technology, access to historical data for purchasing decisions, low prices, and instant or rapid delivery of products/equipment. The fact that customers were ordering pumps and motors didn’t deter them from wanting slick and sophisticated technology interfaces from their vendors. It’s not just the hip millennials who want experiences that are as easy as those with their favorite social network. Read the full story »

Service Pump and Supply on cutting edge of technology

Service Pump and Supply President Patrick Farrell has been invited to speak at Dreamforce ’17, a multi-national conference expected to convene more than 180,000 business leaders and professionals from across the globe. Farrell will share how Service Pump and Supply is working on the cutting edge of technology by harnessing the Internet of Things (IoT) and Cloud ERP to deliver better results faster and meet the needs of our oil and gas, mining, municipal and industrial manufacturing customers.

SPS worked with Mountain Point, a digital transformation consulting firm, to revolutionize the way we work — speeding up delivery time, providing predictive analytics to help our customers make smart decisions, and improving service quality and product support.


Press release from Kenandy:

REDWOOD CITY, CALIFORNIA, UNITED STATES, November 2, 2017 /EINPresswire.com/ — Kenandy, Inc., a cloud enterprise resource planning (ERP) solution provider announced it is gaining traction across the manufacturing sector with new customers Service Pump & Supply (SPS), Merrow Manufacturing and TentCraft.

Several of Kenandy’s customers have moved from legacy on-premises ERP systems to the cloud. In particular, these customers have chosen Kenandy for the agility and flexibility of the solution, as well as its support moving to the Salesforce Platform. Kenandy’s integration of the front office and back office to provide one data platform provides insights and growth opportunities in unique ways for a number of its newly implemented customers.

Service Pump & Supply is an industrial distributor of pumps, electric motors, pipes, and valves. The company relies on an array of business models to maintain its ferocious commitment to customer service as it moves liquids from where they shouldn’t be to where they are better suited. The company’s previous system was far too rigid to provide SPS’s move to new business models. By working with Kenandy, SPS was able to quickly move to a new cloud system for the company’s rentals, consignments and subscriptions of a variety of pumps sized from small to very large, providing significant top line growth. More importantly, being able to respond quickly to situations was critical, which proved effective when Irma was heading to Florida and SPS received a call for pumps. SPS was able to immediately consign and ship needed pumps to the affected area.

Merrow Manufacturing, a 180-year old company that got its start selling gunpowder and knitting supplies in 1838, recently removed its sluggish legacy ERP system and implemented Kenandy Cloud ERP, built on the Salesforce Platform. Since the implementation of the Kenandy platform three years ago, Merrow has started three new business lines and has been able to execute its growth strategy. More recently, Merrow acquired 3 companies and added 100 people to its ranks.

A Michigan manufacturer, TentCraft, attended Dreamforce last year with the intent of building out its legacy system. Having the ability to experience the Salesforce Platform while at the event, the company changed its mind and decided to transition to the cloud. The company chose Kenandy partly for its pre-integration with the Salesforce Platform, in addition to its easy customizability, which reassured the company that it could easily and affordably make changes and additions as needed to grow its marketing tents, flags, and other printed experiential marketing elements for some of North America’s most well-known brands.

Kenandy will once again be sponsoring, exhibiting, and speaking at Dreamforce 2017 to inspire other manufactures to experience the benefits and growth that can be attained by attending the most inspiring technology event of the year and the world’s largest gathering of Trailblazers. As a Gold Sponsor, Kenandy will be in booth #1624 in the Dreamforce Customer Success Expo, where it will be showcasing the solution companies can gain to change business processes and connect closely with their partners, suppliers and distributors via digital channels and devices.

Kenandy Customer Speaking Presentations at Salesforce
Tony Higham, CTO, TentCraft
• 12:30 p.m. Monday, Nov. 6 at Moscone South, Expo Industry Theater

Charlie Merrow, CEO, Merrow Company w/ Salesforce IoT CTO, Charlie Isaacs
• 1 p.m. Tuesday, Nov. 7 at Palace Hotel, Grand Ballroom Concert

Gaurav Agrawal, Director IT, Global Supply Chain, Johnson Controls w/ Brent Chamberlain, Global Operations, Koch Filter (subsidiary of Johnson Controls)
• 8:30 a.m. Tuesday, Nov. 7 at Intercontinental San Francisco Hotel, Ballroom A-B

Luke Mason, VP of Marketing, TentCraft
• 11 a.m. Wednesday, Nov. 8, Intercontinental San Francisco Hotel, Grand Ballroom A-B

Patrick Farrell, President, Service Pump & Supply
• 2:30 p.m. Tuesday, Nov. 7 at Moscone South, Campground: Main Theater

For more information about Kenandy and Cloud ERP, please visit our website.

Salesforce, Dreamforce and others are among the trademarks of salesforce.com, inc.

About Kenandy, Inc.
Kenandy’s Cloud ERP on Salesforce empowers business innovation. Kenandy has redefined enterprise resource planning by allowing customers to map their ERP to their existing business processes. Kenandy is dedicated to giving companies the freedom to innovate products, services, operations and relationships with cloud ERP that is flexible and ready for growth. Unlike traditional ERP systems, Kenandy provides an end-to-end cloud ERP in 150 Business Ready Objects™, not thousands of tables. Now you can, with Kenandy. www.Kenandy.com


SPS Sponsors Westmorlapalooza 2017

big groupService Pump & Supply joined other local businesses in sponsoring Westmorlapalooza, an summertime community event in the Westmoreland neighborhood of Huntington.  There was plenty of sun, ice cream, and music, and SPS’s newly-formed dodgeball team made its debut in the annual Caged Dodgeball tournament on Saturday, July 15.  The team’s not ready to go pro yet, but we’re already working on strategy for next year!

Farrell Named to Marshall University Board of Governors

Marshall - Old MainPatrick Farrell, president and owner of Service Pump & Supply, has been named to Marshall University’s Board of Governors by Governor Jim Justice. Patrick is one of three new Board members named to four-year terms.  He is eager to bring to the table his experience and commitment to higher education as the university faces the challenges of significantly reduced state funding.

Click here to read the full article.

Patrick Farrell Named to 2017 Who’s Who in West Virginia Business

Patrick Farrell - Who's Who of West Virginia BusinessService Pump & Supply’s president and owner Patrick Farrell has been recognized in The State Journal’s “2017 Who’s Who in West Virginia Business.”  The article discusses Patrick’s service in the U.S. Air Force as a F-15 Strike Eagle weapons operator, his decision to leave his military career to return to West Virginia and make a difference in his hometown, and his vision of the future of the state.

Click here to read the full article.

Companies Diversify Amid Coal Downturn

SPS Shop EmployeeService Pump & Supply once catered almost exclusively to the coal industry, but recognizing the steady decline of the coal industry has led Patrick Farrell to diversify his business to gain a foothold in new markets.  The company, which has well-established locations in West Virginia, Kentucky, and Pennsylvania, recently expanded to southern Illinois.

Solving water problems has always been SPS’s main objective, and although work with the coal industry remains a significant part of the business, Service Pump has expanded into the oil and gas industry as well. “If there’s a water project going on somewhere, chances are Service Pump & Supply has a piece of it,” says Farrell.

Click here to read the full article.

Service Pump & Supply Purchases Building

SPS Huntington ExteriorService Pump & Supply has purchased the building it currently occupies at 1111 Vernon St. in Westmoreland. The building was once owned by Coyne Textile, and in 2006 it was donated to the Wayne County Economic Development Authority (WCEDA). Service Pump & Supply began leasing the building in 2007 and has been a fixture of the community ever since.

WCEDA Executive Director Don Perdue noted the company’s commitment to the local economy.  “We applaud Service Pump & Supply for remaining a stable provider of employment for Wayne County and West Virginia, and for cementing their desire to remain here by the purchase of the property.”

Click here to read the full article.

State Culture Needs to Shift, Show Value in Entrepreneurship

Appalachian MountainsService Pump & Supply president and owner Patrick Farrell used a commentary column in The State Journal to address the current economy of West Virginia and the Appalachian region, stressing the importance of investing in young talent to create a culture of entrepreneurship in the area.

Click here to read the full article.

U.S. Rep. Evan Jenkins visits Service Pump & Supply

Patrick Farrell and Rep. Evan JenkinsU.S. Representative Evan Jenkins visited Service Pump & Supply to speak with president and owner Patrick Farrell during National Small Business Week.  Farrell shared the company’s strategy for geographic diversification in the downturn of the coal industry.  Service Pump has been headquartered in Huntington for more than 30 years with branches in Danville, WV, and Hazard, KY.  In recent years, the company has added locations in Washington, PA, and southern Illinois.

In addition to plans for Service Pump’s future, the two discussed the changing economic landscape and the burdens placed on small businesses as a result of government regulations.

Click here to read the full article.

View more photos from Rep. Jenkins’s visit.